Customer Service Front Desk

Objective

I am seeking a position with a progressive company where I can use my healthcare, administrative, and finance knowledge to accomplish company goals.

Skills Summary

Customer Service

Word Processing

Lotus Notes

10-key experience

Electronic Health Record (EHR system)

Type 75 WPM

Mail Processing

Multi-Line Phone

Front Desk Experience

Microsoft Office 2010-2024 Certified

SAP Experience

Medical Terminology Experience

Employment History

DELIVERY CONSULTANT, ORACLE HEALTH OCTOBER 2023 – DECEMBER 2024

KANSAS CITY, MO FULL TIME – 40 HRS

Consult with clients during implementations to deliver client-specific venue configuration, testing, and training.

Consult with clients on current workflows and configuration, upgrade implications, system changes and enhancements, and ongoing system maintenance

Complete client-specific design, configuration, and troubleshooting within appropriate tools

Complete total solution build with accountability for build quality score and follow-up actions

Develop and execute test plan, test script execution, and note changes in end-user functionality

Review new defects, write steps to test, outline information for change requests and notify clients

Identify and escalate issues to solution and engagement leadership

Leverage internal and external resources to deliver problem identification and resolution

The Upgrade Center

The Upgrade Center (UC) is a dedicated team of experts focused solely on aligning your organization with the latest code release for your Cerner platforms. Since our expertise is upgraded, we can deliver a structured approach with predictable outcomes using an event-based methodology that supports your customized content.

With Upgrade Center Managed Services (UCMS) – our highest form of alignment – we improve quality, reduce cost, and increase user satisfaction by aligning our team with our client teams to oversee unlimited upgrades and testing events and execute ongoing certification package testing.

Phys Doc (Notes, Transcription)

Dynamic Documentation: Pulls data from the patient chart and allows for free-text entries

LaunchPoint Favorites: Create contextual order favorites to quickly enter orders after viewing abnormal test results

Prescription Favorites: Save commonly written prescriptions as favorites to make them easy to find

Testing Clinical Notes, PowerNotes, Dynamic Documentation Notes

Used tools such as Clinical Document Management Tool, Signature Line Format Tool, Expire Event Action Tool, Doc View, E&M Assistant, SCD Knowledge Editor, and PowerNote Query Builder

Troubleshooting and knowledge of the 420 Server and the CPS SCD server (SCP 420), which is used by the PowerNote and Knowledge Editor applications. This server reads and writes pattern reference data and clinical notes. 421 Server: This server was created to allow the flushing of the powernote cache across multiple nodes within scdkey to enhance defects.

ACADEMY CONSULTANT/CONSULTANT I/SOLUTION CONSULTANT ARCHITECT,

CERNER/ORACLE HEALTH OCTOBER 2021 – OCTOBER 2023

KANSAS CITY, MO FULL-TIME 40 HRS

Completed the very competitive Consulting Academy at Cerner, where I was certified through the entire revenue cycle of a hospital through the Healthcare Financial Management Association (HFMA) with their Certified Revenue Cycle Representative (CRCR) credentialing. I ended up being assigned to Health Information Management (HIM) and becoming a certified coder and Clinical Reporting expert with the following coding areas of institutional billing using UB-04 claim forms, revenue codes, and IDC codes. Also, professional billing using the HCFA-1500 claim form, CPT codes, and HCPCS codes.

My position helped support the $4.3 billion DOD Healthcare Management System Modernization (DHMSM) program, providing the modernization of Electronic Health Record (EHR) capabilities for the Department of Defense. My solutions helped improve healthcare quality for some 10 million military personnel and their families. After the DoD was done, the VA was put on hold, so I transferred to a new opportunity within Oracle.

Position Responsibilities:

Participated in the development and implementation of innovative solutions for optimizing Health

Information Management (HIM) and coding processes within the DoD enterprise.

Collaborated with cross-functional teams to define product requirements and manage the product

Roadmap for HIM/coding solutions, ensuring on-time and within-budget delivery.

Developed product initiatives that align with project performance, value statements, and goals in the

HIM/coding domain.

Engaged with stakeholders and leadership to define technical and business priorities, driving solutions

that meet customer needs and government compliance requirements for HIM/coding systems.

Assisted with the implementation, sustainment, and management of HIM/coding capabilities, ensuring

alignment with client-approved deliverables.

Served as the subject matter expert (SME) for all HIM/coding-related tasks, interfacing with program

leadership, government representatives, vendors, and business partners.

Monitored, tracked, and reported on vendor performance related to HIM/coding within the Military Health

System (MHS) Genesis implementation.

Assisted in the successful delivery of vendor changes related to HIM/coding, ensuring adherence to

defined requirements, standards, and change procedures.

Responsible for various managerial duties, including analyzing and reviewing forecasting, team billability, and associate complex issues, and a mentor for associates as they progress in their careers.

Consulted with clients on comprehensive service line workflows, including current and future state, and worked with clients to map out stop-start-continue processes to determine how the system will be designed and tested.

Identify, resolve, and report solution status, risks, and issues to client and project leadership; coach clients on data collection and system design requirements and analyze to determine optimal solution build and implementation.

Consult with the internal project and organizational teams to bi-directionally share configuration status, project timelines, and project updates and verify configuration requests.

Maintain client relationships and navigate conflict and complex relationship situations to achieve business objectives, coach and mentor associate consultants, and support internal team initiatives.

Solution Areas: Health Information Management (HIM) and Clinical Reporting (XR)

RevElate Experience

Worked with RevElate Patient Accounting to optimize revenue cycle workflows.

Assisted in the transition from legacy Cerner Patient Accounting to RevElate, ensuring seamless financial operations.

Configured and maintained billing, claims, and reimbursement processes within the RevElate system.

Soarian Financials (Front-End & Back-End)

Front-End:

oSupported end-users with Soarian Financials functionalities, including registration, charge capture, and billing workflows.

oProvided troubleshooting for Soarian-based financial reporting and claim processing.

oAssisted in training staff on Soarian front-end applications.

Back-End:

oDeveloped and optimized SQL queries to extract and analyze financial data from Soarian databases.

oMaintained and configured Soarian financial tables, charge masters, and payer contracts.

oWorked with IT teams to integrate Soarian Financials with third-party financial reporting tools.

Cerner Patient Accounting

Experience in claims processing, denial management, and revenue cycle reporting using Cerner PA.

Assisted in backend data migration and validation during system upgrades and transitions.

Supported custom financial reporting and dashboard creation.

SECURITY CLERK/POLICE DISPATCHER, KANSAS CITY VETERANS ADMINISTRATION HOSPITAL MAY 2018- OCTOBER 2021

KANSAS CITY, MO FULL-TIME 40 HRS

Receives and compiles information from various sources relating to police and emergency incidents, takes appropriate action regarding fire alarms, intrusion, duress, and hold-up alarms, and directs response and/or notifies responsible personnel, depending on the type of incident or request. Operates various communications equipment, such as computers, alarm processors, radio consoles, SSTV systems, remote controllers, card access, time-lapse digital video recorders, and related peripherals. Compiles and prepares reports relating to events occurring in the operation of the police operations officer for dissemination of the completed product to various supervisors, department heads, and top management officials for coordination of emergencies. In addition, the incumbent may handle various difficult calls requiring extensive personal involvement. Serves as an emergency Police Dispatcher on the installed telephone system. Calls dealt with included a full range of local, long-distance special calls, including national cascade notifications. Examples of these calls include next-of-kin calls. Calls requiring tactful handling of confused, abusive, or threatening individuals. Calls from relatives of patients demanding to speak to staff about the condition or treatment of the patient. Calls from the public requesting information when the nature of the request is unclear, or the party does not know what office or program is involved. Calls from irate beneficiaries regarding appointments, lack of treatment, etc. Calls to locate particular physicians or medical support personnel when their response is critical. Calls from mentally incompetent alcohol or drug-addicted persons who require special attention from the operator.

• Performs alarm and access monitoring, traces access patterns, and assigns or removes user permissions. • Assesses on-scene behavior and determines when to dispatch law enforcement or other personnel to investigate. • Responds to alarm systems monitoring fire, access, intrusion, duress/panic, medical emergencies, psychiatric emergencies, medical assist teams, etc. • Operates a variety of communications and security equipment, such as computers, multi-frequency radios, multi-line telephone systems, and other related peripherals. Monitors and receives routine and emergency calls from various sources requiring police, fire, medical, or other emergency services. • Maintains contact with law enforcement units on assignment. • Operates an established vehicle registration and visitor management program. • Maintains accountability of police officer badges issued and all associated logs. • Enters, updates, and retrieves information from various computer systems and sensitive databases. • Queries for criminal histories, arrest warrants, driver’s records, vehicle registration, stolen property, firearms, etc.

SECURITY/CONCIERGE, COPAKEN BROOKS JANUARY 2017-MARCH 2018

KANSAS CITY, MO FULL-TIME 32-40HRS

According to company policy, observe, report, and respond to incidents affecting public safety, personal property, customer service, and building facilities to safeguard customers, merchants, and center property. Also, provide general customer assistance. Respond to fire alarms, safety alarms, and all other alarms. Monitor CCTV to provide security for over 500 residents. CPR & AED certified, commissioned through KCPD.

CONTACT REPRESENTATIVE (CSR), INTERNAL REVENUE SERVICE (IRS) NOVEMBER 2015- OCTOBER 2016

KANSAS CITY, MO FULL-TIME 40 HRS. SEASONAL WORK

Provide technical assistance to individuals and/or businesses primarily through telephone interaction in a dynamic call center environment and/or face-to-face contact; Address a wide range of issues/problems that require unique solutions; Apply the tax code to assist taxpayers in understanding and meeting their tax responsibilities.

Secure, analyze, and protect sensitive personal and financial information; Make determinations and use sound judgment to resolve taxpayer disputes and delinquency issues; and develop, analyze, and evaluate information involving the research of computerized records by accessing multiple online/database systems.

DATA TRANSCRIBER (DT), INTERNAL REVENUE SERVICE (IRS) FEBRUARY 2015 -JULY 2015

KANSAS CITY, MO FULL-TIME 40 HRS. SEASONAL WORK

Responsible for examining incoming returns, perfecting them to ensure compliance with the required format, and finally processing the return using the systems and applications you will be trained to operate. This process converts millions of paper documents to tape, including various taxpayer-prepared returns and related schedules, federal tax forms, and other taxpayer information.

TAX EXAMINING CLERK, INTERNAL REVENUE SERVICE (IRS) JANUARY 2014-JULY 2014

KANSAS CITY, MO FULL-TIME 40 HRS. SEASONAL WORK

Assist with over 200 inquiries daily as initiated by taxpayers by determining information needed to resolve inquiries and researching pertinent tax data through internal computer systems, accounting records, telephone contact, IRS officials, or other agencies.

Take corrective actions to close a case, such as adjusting the taxpayer's account, recomputing tax liability, and preparing manual refunds.

MAIL/FILE CLERK, INTERNAL REVENUE SERVICE (IRS) MARCH 2013- JULY 2013

KANSAS CITY, MO FULL-TIME 40 HRS. SEASONAL WORK

I have worked in over 30 offices throughout the IRS, providing clerical support.

Receive, open, sort, and distribute over 20 loads of incoming and outgoing mail daily: route mail to various points within and outside the organization. Ensure all mail correspondence contains sufficient information for proper delivery. Maintain logs for mail 3x daily for accountability purposes.

Screen 4 different documents, forms, and letters addressed or routed to various offices; research correspondence not addressed to specific functional areas. Screen material initially identified as "unable to route" to determine the information requested and, based on a thorough knowledge of the organization and functions of various offices, choose the proper office to which the material should be sent. Identify forms or documents requiring special priority handling and treat them accordingly.

Receive and process incoming and outgoing registered and certified mail and express mail shipments. Maintain appropriate records or logs for tracking and reconciliation purposes. Effectively catching more than 50 errors daily and saving taxpayers money.

Review and process outgoing mail through the mail-metering system; obtain and provide mail count data of over 1,000 documents to the appropriate person.

FELLOW VETERANS IN STEM JANUARY 2012- JUNE 2012

KANSAS CITY, MO PART-TIME 20HRS

Recruited fellow Veterans with Science, Technology, Engineering, and Math majors to participate in mentorships, get tutoring help, and secure educational/paid internships.

FELLOW, THE MISSION CONTINUES JUNE 2011- DECEMBER 2011 KANSAS CITY, MO PART-TIME 20HRS

At MCC PENN VALLEY, I helped to certify over 150 Veteran students. Processed claims for housing and

Book stipend. At St. Luke’s Hospital, I input over 50 patients daily into the hospital database, sorted doctor billing, and organized surgery schedules for doctors in the morning and afternoon.

ADMINISTRATIVE/PAYROLL CLERK, US CENSUS MARCH 2010 – APRIL 2010,

EL PASO TX

Compiled payroll data for over 200 field and office workers. Ensured the completion of all timecards according to personnel policies and procedures.

I created a system to manage and maintain payroll information.

TECHNICAL SUPPORT SPECIALIST, DISH NETWORK MAY 2009 - AUGUST 2009,

EL PASO TX

Assisted customers with troubleshooting satellite service, setting up service/installation, and scheduling service calls. Ordered and shipped satellite dish accessories. Observed minimum call time requirements per personnel policies and procedures.

ADVANCED TECHNICAL SUPPORT SPECIALIST, ACS NOVEMBER 2008- MAY 2009, EL PASO, TX FULL-TIME 40 HRS.

Provided inbound telephone support to over 150 customers daily by applying primary and advanced troubleshooting, investigating, and resolving customer questions and problems with Sprint's products and services with an objective of one-call resolution. Logged and tracked calls in a computer database and maintained history records and related problem documentation. Researched, documented, and proposed new methods or modifications to existing methods of customer support processes.

CHEMICAL BIOLOGICAL RADIOLOGICAL NUCLEAR OPERATIONS SPECIALIST/ SUPPLY CLERK, UNITED STATES ARMY OCTOBER 2005- FEBRUARY 2007

FT. BLISS, TX

Responsible for equipment and emergency training for 300 soldiers and 50 civilians. Assisted in the establishment and application of CBRN defense measures. Assisted in preparing and maintaining disaster operations plans for six different companies. Serve on Biological Integrated Detection Teams, STRYKER NBC Reconnaissance Platoons, Technical Escort Battalions, Special Forces, and Ranger Units. Receive, inspect, inventory, load/unload, store, issue, and deliver supplies and equipment. Maintain an automated supply system for accounting for organizational and installation supplies and equipment. Issue and receive small arms. Secure and control weapons and ammunition in security areas. Schedule and perform preventive, administrative, and organizational maintenance on weapons 3x a day. Operated unit-level computers for the entire battalion of 30 companies.

DATA ENTRY CLERK, CROWN SERVICES, INC. OCTOBER 2000-OCTOBER 2005, KANSAS CITY, MO PART- TIME 20 HRS

Maintained the accounts payable system by promptly resolving billing discrepancies and ensuring the proper recording of expenditures and timely payment of bills (including recording of all wire transfer activity, payments of commissions, and payments to members). Coordinated the reporting of all domestic inventories. Reconciliation with each individual port, ensuring the proper recording of all products supplied by the member companies. Provide monthly reconciliations of the General Ledger accounts, such as all cash accounts, prepaid, fixed assets, accruals, etc.

Education

NATIONAL AMERICAN UNIVERSITY-LEES SUMMIT, MO

Associates in Medical Staff Services Management, June 2018

Made Dean and President list every semester. 4.0 GPA

NATIONAL AMERICAN UNIVERSITY – LEES SUMMIT, MO

Bachelor of Science in Healthcare Management with an emphasis in Finance and Accounting Certificate, June 2020

Made Dean and President list every semester. 4.0 GPA

Mentor for Nursing and Healthcare Majors

NATIONAL AMERICAN UNIVERSITY – LEES SUMMIT, MO

Masters Business Administration (MBA) with an emphasis in Healthcare Human Resources Management Certificate, June 2022

Made Dean and President list every semester. 4.0 GPA

Mentor for Business, Nursing, and Healthcare Majors

Had 3 presentations published on YouTube for future study purposes

NATIONAL AMERICAN UNIVERSITY – LEES SUMMIT, MO

Doctor of Education (EdD) – Current

I have completed 1 year in the program as of August 2023. I am doubling to teach in Elementary and Childhood Education (Ages 2-4, Pre-K, K-12). Also, I will teach at community college and university levels in conjunction with Tarrant County College in Forth Worth, TX, and the University of Texas at Austin cohorts.

Volunteering/Educational Memberships

Student Veterans of America (SVA)

Wounded Warrior Project

Kansas City Community Gardens

Team Rubicon (Red, White, and Blue)

Former Clay Hunt Fellows

Disabled American Veterans (DAV)

Kansas City Public Schools (tutor)

MCC Penn Valley (tutor)

Phi Theta Kappa member for Academic Excellence

Bloch Scholar at MCC Penn Valley and University of Missouri Kansas City (UMKC)

The Missouri Continues

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